Being accountable means delivering on your promises. It is is a key component of relationship building for companies that also promotes engagement, loyalty, and brand building. But how do you know if a company is being accountable to customers?
This Master Class offers insight into what accountability means for a business and provides one way to measure it through digital experiences and conversations using content analysis.
It’s so important to understand the impact of accountability, expectations, and agreements when we are creating customer experiences to support the customer relationship lifecycle. In fact, whenever you talk about customers in your company, accountability should be front of mind.
We value the experience that others have with a company, a product, or a service, and we leverage their experience to determine if a company met expectations or delivered on the claims it made. Essentially, we read reviews to determine if a company is accountable. Now companies know that customers value reviews for this reason and that’s why they value them too. But companies also understand that not all reviews on all sites are equal. And we are going to talk about that in this video today.
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